Customer Support Specialist

Nuvei; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Nuvei (ANZ) seeks a Customer Support Specialist to deliver exceptional assistance to merchants for online and in-store payments. You will troubleshoot terminals, gateways, and integrations and manage cases within SLAs.

Work closely with Onboarding, Risk, Product, Engineering and Sales to optimize outcomes and merchant retention. English proficiency is essential, with a customer-first mindset and strong problem-solving skills.

Qualifications

• Experience in customer support within payments, fintech, banking or SaaS is highly regarded (as stated).
• Strong understanding of card payments, settlements, gateways, and terminals is desirable.
• Exceptional customer-first mindset with a passion for high-quality service.
• Strong problem-solving and troubleshooting ability in technical environments.
• High attention to detail and strong organisational skills.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Collaborative mindset with ability to engage stakeholders at all levels.
• Commercial awareness - understanding the impact of service quality on merchant retention and revenue.
• Experience using CRM or ticketing systems.

Responsibilities

• Deliver outstanding end-to-end support to merchants via phone and email.
• Troubleshoot issues relating to payment terminals, integrations, processing, settlement, configuration, fraud and risk settings.
• Manage support cases within SLAs and OLAs with proactive follow-up.
• Meet and exceed KPIs including SLA adherence and customer satisfaction targets.
• Take ownership of complex cases from enquiry to resolution.
• Liaise with Onboarding, Risk, Product, Engineering, Sales and Partners to drive outcomes for merchants.
• Identify recurring issues and suggest process, product or knowledge improvements.
• Support merchant training and onboarding activities as required.
• Contribute to merchant retention by delivering proactive, high-quality service.

Skills

Customer support

Payments knowledge

Troubleshooting

Communication

Problem solving

Organisational skills

CRM

Collaborative

Tools

CRM systems

Job description

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners,to help them grow.

Meet Nuvei, Nuvei is the global fintech building the infrastructure for every payment, everywhere. Its modular, flexible, and scalable technology enables leading companies to accept next-generation payments, offer all payout options, and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 52 markets, 150 currencies, and over 720 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally through one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for a Customer Support Specialist to join our fast-growing Customer Support team. Reporting to our Customer Support Manager at Nuvei ANZ, you will play a critical role in delivering exceptional support to merchants across both online and in-store payment solutions.

You will act as a trusted partner - resolving technical and operational queries, guiding best-practice payment usage, and ensuring seamless experiences across terminals, gateways, integrations and value-added services.

Beyond reactive support, you will contribute to customer retention, product adoption and continuous improvement by identifying trends, escalating risks, and sharing insights that enhance both merchant outcomes and business performance.

Key Responsibilities

• Deliver outstanding end-to-end support to merchants across eCommerce and in-store payment solutions via phone and email
• Troubleshoot technical issues relating to payment terminals, integrations, transaction processing, settlement, configuration, fraud and risk settings
• Manage support cases within agreed SLAs and OLAs, ensuring timely resolution and proactive follow-up
• Meet and exceed key performance indicators including SLA adherence, first-contact resolution and customer satisfaction targets
• Take ownership of complex cases from initial enquiry through to resolution
• Liaise with internal teams (Onboarding, Risk, Product, Engineering, Sales and Partners) to drive effective outcomes for merchants
• Identify recurring issues and recommend process, product or knowledge improvements
• Support merchant training and onboarding activities where required
• Contribute to merchant retention by delivering proactive, high-quality service and identifying at-risk accounts
• Maintain accurate case documentation, system updates and compliance standards
• Contribute to knowledge base articles and internal documentation
• Participate in cross-training across operational teams to broaden payments expertise and provide operational resilience

Preferred Qualifications

• Previous experience in customer support within payments, fintech, banking or SaaS (highly regarded)
• Strong understanding of card payments, settlement processes, chargebacks, refunds, terminals or gateway integrations (desirable)
• Exceptional customer-first mindset with a passion for delivering high-quality service
• Strong problem-solving and troubleshooting ability, particularly in technical or system-based environments
• High attention to detail and strong organisational skills
• Excellent written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Collaborative mindset with the confidence to engage stakeholders at all levels
• Commercial awareness - understanding the impact of service quality on merchant retention and revenue
• Experience working with CRM or ticketing systems

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.

Working Language

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Our recruitment process may use automated tools, including AI, to support application management and candidate shortlisting.